Plusnet service so bad I cancelled before I got connected

[#1]

Hi (again),
Do you have a reference for this refund as there is no sign of it at my end yet and I've spoken to the bank this morning and they can't see anything in the "pipeline" so far either
Maybe they've lost it somehow? 
I've noticed on another thread that when an account closes the debit bounces so to speak because the account is "bogus".
Please could you explain why this wasn't the case with my account, as I asked for it to be closed the day before you started the direct debit payment process? (ref the open ticket - message on the 11th saying close the accounts if you couldn't connect me by the 12th. The direct debit process completed on the 19th so the latest it could have been initiated was the 12th as previously confirmed, so my accounts should have been bogus by the 12th, therefore the payments should not have been taken, I wouldn't have been out of pocket and had to waste time chasing this up yet again)
Thanks. 

[#2]

if it is the thread I think you are referring to the bounce referred to the fact that the direct debit had been cancelled and the credit cards were bogus

[#3]

If that's the case my apologies - my misunderstanding ... 
I read it as the account had been closed so the payment would bounce because the acoount was deemed as being bogus.
Thanks

[#4]

Hi DavidH,
I can confirm the refund is showing as issued in our system and you should be able to log in to the portal and see the credit notes that have been created as a result - they should be in the view all transactions section of the members centre.
Please let me know if not,

[#5]

Thanks Matt - I'll quote these numbers to my bank and see if they can find them on their system.
Any word on why the money was taken in the first place (ref my earlier question)?
Also, I note that on the Member Centre page it says that my order is still progressing and on the order tracker it says that you are still activating my line. I hope that this info is out of date and won't interfere with my new ISP's efforts to get me online before the end of the week?
Thanks.

[#6]

Hi DavidH,
We always process the initial payment before an order is placed, that's why the payments were taken. The order was placed prior to you cancelling however it certainly hasn't completed. I can confirm that we've cancelled that order though, and there won't be any problem with the order for your current supplier.

[#7]

Thanks for the confirmation.
I'm not sure if I made the other point clear enough though. I gave notice of the cancellation on the 11th. You didn't receive my money until the 19th which means that you didn't apply for it until the 12th at the earliest (as direct debits take between 5 - 7 days). That means you applied for the money after you'd been notified of the cancellation. I was explicit in my tickets about not authorising the transactions after that date. Why did you take the money after I'd cancelled? That's what I can't understand ... 

[#8]

Hi David,
I can see the ticket in question - the direct debit request was submitted on the evening of the 11th. I can see you've advised on the 11th that you wished to cancel if the broadband was not active by Midnight but the actual cancellation request appears to have been actioned on the 12th in your comment at 9:17am.
I'm sorry the money was taken though.

[#9]

Hi Matt - if you can see the ticket you can see that at 11:36am  on the 11th I wrote ...
I'll give you until the end of today (11th February) to activate the broadband service. If it is not activated by the end of today (11th February) then I will consider all contracts to have been breached by yourselves and rendered null and void in accordance with "cooling off" procedures.
Are you saying that this isn't clear enough instruction?

[#10]

I was also going by your previous post in this thread in which you state you cancelled the account on the 12th (I believe this was post #21).
However I apologise that the ticket wasn't picked up that evening in time to cancel the payment.

[#11]

Day 12 of the refund saga ... and still not a penny in sight ...   

[#12]

As per Mand's reply in this post, the refund was issue on the 19th via direct debit. We're into the 3rd working day since the refund was issued and it can take 7-10 working days via direct debit.

[#13]

10 working days for a Direct Debit ...? 14 days in total, 2 weeks, a fortnight ..???
You're having a laugh aren't you ...???    Who do you bank with? I ask because all the major high street banks say (and I'll quote from Nat West as an example) ...
It normally takes two working weekdays for your salary - and other automated payments - to reach your account.
For example, a payment sent on Monday will be received into your account on Wednesday. (Where a standing order payment is made from another NatWest account, then the credit will be received onto your account on the same day as the remitter sends the payment). Where appropriate, we will pay interest on the amount of the credit from the day your account is credited.
It is important to note that automated credits can be recalled from your account by the payment remitter. If this happens, then a debit will be applied to your account, normally on the same day as the credit. However, for some standing order credits, the debit will appear on the following working day.
Automated payments made from your account, including those made over the phone or Internet, will appear as cleared funds on the payee's account two working weekdays after we have debited your account.
Remember - YOU HAD NO RIGHT TO TAKE THE MONEY IN THE FIRST PLACE !!!

[#14]

Day 13 .... guess  what ... STILL no sign of a refund ... 

[#15]

Hi David,
As I said in my previous reply, direct debit refunds can take 7-10 working days to refund. I'm sorry that it was taken in the first place, but unfortunately I can't change that now.